RingCentral Meetings: Not all participants can hear each other.

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We have had instances where we'll have all participants dial in to the Ring Central Meeting but some end up in a separate meeting. For example, 6 participants were in the call and actively talking with each other, and 4 other participants were dialed in to the same number and could hear each other but not our group of 6. It's like two separate meetings are going on. This is a real problem for us.
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Marykay Michaels

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Posted 4 years ago

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Mike, Official Rep

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So there were 10 people total?  Could you see all 10 people in the attendee list?   If so, it may have something to do with our most recent software release, and there are a couple things you can do. 

1. You can check/change the Windows sound control settings as shown on this thread: After updating softphone to 7.2.3 - volume is low

2. If those who can't hear, on on v 7.2.3, you can uninstall the software, then log back into your account and re-download the RC Desktop application again.
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Marykay Michaels

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In that instance there were 10 people total.  I've had it happen with 4 people total.  I could see all 4 logged into the online meeting.  I was talking with one other participant.  The other two could hear and talk to each other, but could not hear us and we couldn't hear them.  It's like they are in a separate call completely, but they dialed in with the same code.  It's happened to us numerous times and is causing us to consider going back to Gotomeeting.  It's not a matter of sound volume - it is like they are in a separate "room".
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Mike, Official Rep

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That does sound strange. The best thing to do is have those users uninstall the software, then log back into their accounts and download it again. If they were on 7.2.3, it will revert them back to the previous version.  Then when the 7.2.3 patch is complete, it will allow the upgrade again.   If that does not fix the problem, then definitely Open a Case and let us know the users involved, time & date the call took place and any other details you think are relevant. 

Mike
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Marykay Michaels

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It also happens (as it did this morning) when we were just using RingCentral meetings for the audio portion.  We were using something else for the online portion of the meeting.  I'll open a case with those details and see what happens.
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Mike, Official Rep

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It's happening with RC meetings as well as regular conference calls?  Try uninstalling and reinstalling the RC Meetings app too.
(Edited)
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Marykay Michaels

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Thanks.  I'll do that.  
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Mike, Official Rep

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OK and if there are any issues after reinstalling be sure to let us know. Thanks

Open a Case 
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Kim, Alum

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MaryKay, Do you still need assistance with this? 
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Mark Salter

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What's the status on this problem? We've experienced the same thing several times over the last few weeks. We'll set up a RingCentral meeting (audio only) for our board of directors or some other committee. Invariably, someone will end up in a "room" all by themselves. At last month's board meeting, there were about 15 of us in the regular meeting ... but 3 people were off by themselves. They could hear each other, but not the rest of us.

The most recent episode was last Friday. I called in to a committee meeting and found myself all alone. I waited 3 minutes to be sure the meeting had started, and then hung up and redialed - and the call went through.

Please help. This is extremely frustrating.

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Kim, Alum

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Mark, we are not aware of any issues specifically related to this on RC Meetings audio.
  
Are all participants onsite?  Please be sure the users enter in the correct meeting ID (this is often discovered by support when this issue is reported, someone just accidentally entered in the incorrect ID.  I know this sound silly but it happens). 

One-way audio are often related to router/switch configuration, but you would see this on random calls, not just RC Meetings.  Please see the RingCentral Network Requirements and send these to the IT Dept to verify the configuration onsite. Once this is verified, please test and let me know.  If issue continues after router configuration, then we can have you open a case with call samples and network verification screenshots attach to be escalated.  But please start at the router/switch configurations. 
(Edited)
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Mark Salter

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Thanks for the quick reply.

No, participants are not all onsite - they're all calling in.

It's possible that one person might enter an incorrect meeting ID ... but if three people are in an entirely separate meeting and can hear each other, doesn't that mean they all would have had to enter the same incorrect meeting ID? Seems a little far-fetched, but I guess it's possible.

I'll check into the network requirements and let you know what I find. Thanks again.

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Marykay Michaels

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We definitely had this issue when the correct codes were used.  We even had it happen when participants logged in to the online meeting and I could see them in the meeting, but two of them were in their "own" meeting.  No code mishap there - they were using the mic and speakers and were obviously in the correct meeting.  This issue was never fully resolved and is a huge problem when it happens.
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Mike, Official Rep

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Hi Marykay Michaels,  If this every happens again, try to gather as much info as you can. Date & Time of meeting, (meeting invite details)  and then especially for the participants that could not join the rest of the meeting, please include the numbers they were dialing, and the numbers they were dialing from and open a support case. 
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Kim, Alum

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Mark, how are you sending the invite out?  To clarify, there was 2 different Conference Calling Features with RingCentral.  

1) RingCentral Meetings (video conference that has an audio dial in number) had it's own conference calling information and  



2) the regular Conference Calling line (can be found under Phones & Numbers in the Admin portal).  


See blow image for both of these in Softphone.  Some users mixes these up and send both on accident.  

Have you had those 3 other individuals send you their email invite so you can verify the information and compare it to the original meeting credentials? 

(Edited)
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PABST

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My office has the same issue. If some people dial in vs some use the link to connect from their ios they end up in separate rooms. We can't figure this out either.
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Mike, Official Rep

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It sounds like they are probably connecting to different rooms. (maybe like in Kim's example above).  For us to be sure, we'll need to know specific details.  If you are able to provide us the time/date of the meeting and specifics from the individuals that are trying to dial in and  connect to the meeting, (what method, numbers they are dialing etc. we should be able to figure it out. 

If you need to provide numbers and other personal details use this link to open a case: Open a Case
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Dirk Ochs

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We are having this issue as well. Hate paying for something that doesn't work half the time.
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Mike, Official Rep

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Hello Dirk,   This is almost always an issue with how the users are trying to join the conference.  Please see Kim's post above. Many people get the RC Meeting (video conference) confused with regular conferencing and try to dial in with the wrong number. 

If you are sure these users are dialing in correct, but still having issues, then please obtain the details, time, date, # they dialed, # calling from etc. and open a support case. 



Thanks!

Mike 
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Dirk Ochs

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They were trying to log in with the correct info so that's not the issue. Some of our people could get into the meeting and could hear other people but the others couldn't hear them. Others couldn't get into the meeting at all.
We are having this issue as well. For the past two meetings.

EVERYONE is using the SAME MEETING ID, some simply click the link and others dial in. 

This is a real issue as I am using the conference line for a paid program, so if participants can't join the conference than my product is not very valuable and I need change providers.
(Edited)
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Kim, Alum

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Since you have verified the correcting meeting info, please open a web case and let me know the case number please so I can follow up with it.  

The support agent will need a call sample (2-3 if possible) within 24 hours
  • Date of call
  • Time of call + time zone
  • TO: Called Number - meeting dial in number
  • From: Called Number 
  • Result: what occurred 
  • Meeting ID information. 
(Edited)
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PABST

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The Dial in takes you the the "audio only" room & the link takes you to the "video" room. Should be one in the same, but is not for some reason. We delete the iPhone link now since it's confusing.
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Mike, Official Rep

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PABST ,   Can you open a support case as Kim instructed above.  In your case please include the call samples and a screenshot  of the invitation showing the dial in numbers and links. 

Mike